Manager, Customer Service Communications – Reliability

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

This manager serves as a strategic member of the Customer Lifecycle Communications team, focusing on designing and developing communications plans to support customer reliability. This role involves alignment with several company stakeholders to develop appropriate communications, and it is heavily weighted in bridging gaps in support of a unified and consistent customer experience. The manager will liaise with senior leaders to ensure cross-functional consistency.

Job Description

Are you... 

• Driven to provide the best communications experience for customers, even in difficult situations? 
• A true collaborator who is able to listen to colleagues and teammates to align on a consistent customer experience?  
• Someone who is able to influence even without true authority or total ownership of specific workstreams?  
• Self-motivated by learning new data, diving into customer feedback, and dissecting customer touch points and journeys to identify where there may be opportunity for improvement?   

Job Duties 

• Develop the Customer Lifecyle Communications Team’s strategy for communicating to customers in a timely and transparent way during planned outages and service interruptions for long-term programs and journeys that affect overall customer reliability 
• Drive requirements and strategy in support of the broader enterprise-wide Reliability Journey 
• Drive alignment for a consistent experience across all appropriate customer-facing channels.  
• Develop a roadmap and lead workstreams to understand and unify outage experiences for different categories.   
• Monitor and analyze customer feedback about outage communications, and devise optimization strategies to contribute to the increase in NPS scores and reliability sentiment measurement.  
• Understand and align with industry best practices. 
• Partner with leaders and stakeholders from Customer Service Strategy & Ops, Public Relations, and Government Affairs organizations for strategic alignment of messaging.  
• Collaborate with various teams in TPX for deployment of communications strategies across multiple digital and 1:1 channels 

Key Competencies Include 

To be successful in this role, the candidate must:  

• Keep the customer experience at the forefront of everything they do 
• Be able to collaborate with cross-functional partners and have excellent relationship management skills 
• Be able to pivot with the shifting priorities of the company  
• Have strong communications & writing skills 
• Be able to create and provide analysis for executive summaries and readouts; be able to present in front of senior leadership 
• Embrace opportunities to continually learn more, understand data and its implications. 

 

Requirements 

• Bachelor's Degree or equ